Order not executed during market hours

Issue: Customer placed an order during market hours but it was not executed or shows as rejected.

Resolution steps for agents:

1. Retrieve the order ID, script name, exchange (NSE/BSE), and order timestamp from the customer.
2. Check order status in the back-office — common reasons include insufficient margin, circuit limit hit, or RMS rejection.
3. During high-volatility sessions or platform downtime, orders may remain pending; check system status alerts.
4. If order was rejected due to insufficient funds, guide customer to add margin before re-placing.
5. Escalate to the dealing desk if order shows executed on exchange but not reflected in the client ledger.

Customer response template: We are reviewing your order [Order ID] placed at [Time]. Common reasons for non-execution include insufficient margin or circuit limits. We will share the exact status within 1 hour.